Unit 1Tourist InformationSection 1Language FocusVocabulary1. Work in pairs. Match the words to the correct pictures.a. Tou...
b. Tourist Activities   a.   Fishing                                  g.   Skating   b.   Swimming                        ...
Compound nounsIn English we can use nouns as adjectives. For example:Water sport         Stork sanctuary             Adven...
Section 2Reading1. Pre-reading   a. Where did you spend your last vacation? What did you do there? Which places      did y...
Mr. Carter holds press conferences whenever something of importance orinterest happens in his country. A press conference ...
3. VocabularyChoose the correct word or phrase to complete each sentence.   1. The country from which the tourist comes is...
Section 3DO YOU REMEMBER?1. What are some famous places and activities for tourists in the Mekong Delta?.....................
Unit 2Tour ItinerariesSection 1Language focusReferring to the futureWhen referring to the future itinerary, we can use a w...
2. Listen to the travel agent explaining the tour from Bangkok to Malaysia andcomplete this tour itinerary.Day 1    Arriva...
Section 2Reading1. Pre-reading        a. What means of transport do you like for a short journey? for a long journey?     ...
Find out where you can:   a. See many ancient temples                    Angkor                                         __...
Section 3DO YOU REMEMEBER?Complete the following statements.     • The simple present can be used for:.......................
Unit 3Tour BookingSection 1Language FocusTaking bookingHere are some of the expressions the travel agent uses when taking ...
b. Listen to a conversation between a travel agent and a customer. Complete thiscustomer enquiry form.        Real Holiday...
Section 2READING1. Pre-readingWhich of the following things is better for a tourist to explore Can Tho City, buying apacka...
3. VocabularyChoose the correct word or phrase to complete each sentence.1. One-day trips around a city and longer trips w...
Section 3DO YOU REMEMBER?What are some expressions that you can use to take tour booking?....................................
Unit 4Tour CommentariesSection 1Language FocusGuiding languageIndicating positionOn your right is             the beautifu...
Work with a partner and do the following quiz.1. The Parthenon was dedicated to ________A. God Poseidon              B. Go...
b. Listen again. In which commentary do you hear the following adjectives? Write the   numbers (1, 2, 3) on the line.     ...
Section 2Reading1. Pre-reading       a. Where did you go on your last vacation?       b. How did you go?       c. Who did ...
surrounded by a park. "Thats a medical center with many different hospitals. The longlow building with the playground next...
Work in groups and answer the following questions.a. Why are local tours sometimes called sightseeing tours?______________...
5. A ________ is a small pamphlet that describes or gives information about   something.            a.   newspaper        ...
b. Imagine you’re a tour guide. Prepare a short commentary for a place in Exercise Athat you know well. Then describe it t...
Section 3DO YOU REMEMBER?If you want to indicate positions, what expressions can you use? ...................................
Unit 5Restaurants and Their ServicesSECTION 1LANGUAGE FOCUS1. StructuresDescribing eating and drinking establishmentsThe C...
- its services and amenities (enjoyable features, for example a band, a beautiful      view, etc.)Then write a small adver...
SECTION 2READING1. Pre-readingDiscuss the answers to the questions below with your friends.   a. What elements are include...
SpecialistsDepending on the size and style of the establishment, there may be professional titlesfor specialists that perf...
3. VocabularyFill in the blanks with NO MORE THAN three words taken from the reading selection.Preparatory work is _______...
SECTION 3DO YOU REMEMBER?1. What do you say when explaining amenities and services?..........................................
Unit 6Taking Customers OrdersSECTION 1LANGUAGE FOCUS1. StructuresArticles: A/AN and THELook at these sentences.   • Every ...
Taking ordersA. Waiter                              B. Customer                 A. WaiterWould you like a/an    aperitif? ...
PRACTICE1. Complete the following conversations.Conversation 1 Waiter (W): _________________. Guest (G): I’d like to have ...
2. VocabularyCourses in a restaurantBelow are the courses on two kinds of menu, but they are in wrong order. Put thecourse...
SECTION 2READING1. Pre-readingDiscuss the questions with your friends.a. What do customers often expect of good food servi...
7. Teamwork. The company may be composed of many different departmentswith different goals and methods of operation, but t...
Decide whether the following statements are true (T) or false (F).a. ________ Customers property should be handled with ca...
SECTION 3DO YOU REMEMBER?1. What do you say when you want to take orders?....................................................
Unit 7Explaining DishesSECTION 1LANGUAGE FOCUS1. StructuresDescribing foods1. Past Participles used as adjectivesComplete ...
f.   They fry the vegetables in oil.   g.   They poach the poussins in wine.   h.   They fill the pancakes with cream chee...
Accompaniment: serve with boiled potatoes or rice.          A: Customer                 B: Waiter or waitress Whats this.....
English for Tourism   page 44
English for Tourism   page 45
English for Tourism   page 46
2. VocabularyFood ingredients and recipesIngredientsPut the following words into the correct types of ingredients.turkey -...
12. fricassee        j. cook in an oven   13. fry              k. stew meat (usually chicken) with vegetables in a little ...
j. Were investing a lot of money to create a restaurant which offers a genuinely   ________ service.k. Add some ground chi...
SECTION 2READING1. Pre-readingDiscuss the questions with your friends.   a. What kinds of food should be included in a men...
Short MenusThe following examples of five-course, four-course, and three-course menus illustratethat even todays short men...
Cold and warm dishes are listed separately.Appetizers, soups, seafood, and main courses are listed in separate groups.In e...
A menu can be _________, sometimes on a _________ to place a strong emphasis onthe special feature of the restaurant. The ...
SECTION 3DO YOU REMEMBER?1. What structures do you use to describe foods to customers?.......................................
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Tieng anh cho du lich

  1. 1. Unit 1Tourist InformationSection 1Language FocusVocabulary1. Work in pairs. Match the words to the correct pictures.a. Tourist Attractionsa. Floating market d. Waterfall g. Marketb. Jungle e. Grotto h. Pagodac. Bay f. Bird sanctuary i. Beach 1.___________ 2.___________ 3.___________ 4.___________ 5.___________ 6.___________ 7.___________ 8.___________ 9.___________English for Tourism page 1
  2. 2. b. Tourist Activities a. Fishing g. Skating b. Swimming h. Hiking c. Bird watching i. Horse riding d. Kayaking j. Playing golf e. Scuba diving k. Sailing f. Skiing l. Biking 1. ___________ 2. ___________ 3. ___________ 4. ___________ 5.___________ 6. ___________ 7. ___________ 8. ___________ 9. ___________ 10. ___________ 12. ___________ 11. ___________2. Listen to some tourists telephoning a tourist information center in Sydney. What arethey looking for? Complete the table.a. Somewhere to relax, swim and sunbatheb. Panoramic view of the cityc. Battleships and historic shipsd. Somewhere educational, interesting museumEnquirer What the enquirer is looking for 1 2 3 4English for Tourism page 2
  3. 3. Compound nounsIn English we can use nouns as adjectives. For example:Water sport Stork sanctuary Adventure tourThe relationship between the two nouns can be of many kinds, including:Place: mountain slopes, city centerTime: summer holiday, weekend breakFunction: golf course, swimming poolMaterial: paper bag, iron bridge, stone cathedralPractice1. Match the nouns in A and B. A B Theme City Tour Sports Shopping Trip Boat Park Water Guide Capital Mall2. Rewrite these sentences without changing the meaning.Ex: - It takes five minutes to walk from the hotel to the beach. - It’s a five-minute walk from the hotel to the beach.a. It takes two hours o drive to the airport.………………………………………………………………………………………b. You can visit the sanctuary which extends to over 4 hectares in Thot Not, Can Tho.………………………………………………………………………………………c. We stayed in a hotel with three stars.………………………………………………………………………………………d. The journey to Cai Rang floating market takes 3 hours.………………………………………………………………………………………Advice and suggestionsWe can give advice to someone by using the following structures. • If you’re looking for …….., then go to ……… • Don’t miss ……… • …….. is a must for any visitors to ……..(city). • You can’t leave ….. (city) without ……PracticePairwork: Student A: You have 2 days off work. You want to go somewhererelaxing this weekend. Go to a tourist information center to ask for some informationfor your trip.Student B: A customer comes and asks you some information for his/her trip. Givehim/her some suggestions about where to go and what to do.English for Tourism page 3
  4. 4. Section 2Reading1. Pre-reading a. Where did you spend your last vacation? What did you do there? Which places did you visit? b. Where did you get information about that trip? (From your relatives? Friends? Coworkers? Internet?) c. Do you feel satisfied with the information you got? Why?2. Reading TOURIST INFORMATION OFFICES The tourism department operates tourism information offices in many origincountries. A tourism information office promotes, or builds, travel to a destinationcountry through advertising and special promotional activities. For example,representatives of the information office give brochures about vacations, thedestination country, and special tours to travel agents in the origin country. A brochureis a printed folder, or pamphlet, about a place, product, or company. Brochuresadvertising tourism are written, printed, and supplied to information offices in origincountries by the tourism department. Mr. Carter is the director (manager) of a tourism information office. He has alarge staff. A staff in a business office is a group of people who work together. Thestaff includes people who work directly with travel agents; others who do work withcompanies and businesses; people who contact newspapers and television and radiostations; some who work with airlines and hotels; people who write advertising; andinformation clerks and secretaries. One of Mr. Carters most important jobs is that of public relations director. Thepurpose of this job is to establish a good attitude toward his country among the public(people) of the origin country. As part of this job, he supervises the writing anddistribution of press releases (news stories) for the media. Media refers to all the waysof spreading information, such as newspapers, radio, television, and other means ofcommunication. Media is a plural word, meaning it refers to all these means. Radio isa medium of communication; it is one of the media used for advertising. Publicrelations people place special news stories in the media to help build interest in thedestination country. Advertisements in the media, paid for by the tourism department,also help establish interest. Employees in public relations and advertising must be fluent in English if theywork in English-speaking countries. "To be fluent" means to speak, read, and write alanguage almost as well as the natives do. Mr. Carters staff members writeadvertisements, news releases, and brochures to promote travel to their country. Theygive lectures (talks) and show films about their country to groups of people. Theyanswer questions about travel to their country.English for Tourism page 4
  5. 5. Mr. Carter holds press conferences whenever something of importance orinterest happens in his country. A press conference is a meeting attended by reportersfrom newspapers, magazines, radio, or television. At a press conference, someonemakes announcements that their readers, listeners, or viewers might find interesting.Whenever an important person from his country visits, Mr. Carter holds a pressconference to introduce that person to the representatives of the media. Such newsitems help to build interest in and knowledge about his country. Information offices also give tourists and immigrants helpful information. Theclerks give them any necessary documents or visas that may be required for entrance.The staff can also tell them about different laws and regulations in the destinationcountry. Mr. Carter and his staff also work with businesses and industries that might beinterested in either moving to or doing business with the destination country. Mr.Carters country wants foreign industries to come and help build industry there. Thecountry is also interested in exporting some of its products. In turn, the country isanxious to get the best prices on products imported from other countries. Wherever they go and whatever they do, the information staff membersrepresent their country. "We are the face of our country to the rest of the world," Mr.Carter says. "Before they know anything about our country, people form theirimpressions and attitudes about it from the things we do and say." (Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse,1982)Answer the following questions. a. What does a tourism information office do to promote travel to the destination country? b. Why is the job of public relations important? c. What are some of the duties of public relations people? d. How well do employees who work in English-speaking countries have to know English?English for Tourism page 5
  6. 6. 3. VocabularyChoose the correct word or phrase to complete each sentence. 1. The country from which the tourist comes is called the _______ country. a. destination c. vacation b. origin d. native 2. A _______ office promotes travel to the destination country. a. representative c. travel agent b. tour packager d. tourism information 3. A _______ is a printed pamphlet about a place, product, or company that is used for advertising. a. media c. visa b. passport d. brochure 4. The purpose of public relations is to establish a good _______toward something among the public. a. advertisement c. attitude b. interest d. contact 5. Newspapers, magazines, and books are print _______ that spread information. a. medium c. brochures b. media d. advertisements4. Speaking Choose a tourist destination in Vietnam which you know well. In groups of four or five students, prepare a presentation about tourist attractions and activities in that place.English for Tourism page 6
  7. 7. Section 3DO YOU REMEMBER?1. What are some famous places and activities for tourists in the Mekong Delta?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................2. If you want to give some suggestions, what can you say?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 7
  8. 8. Unit 2Tour ItinerariesSection 1Language focusReferring to the futureWhen referring to the future itinerary, we can use a wide range of tenses. • The present simple can be used for a program or regular schedule which is unlikely to change. • WILL can be used to make a deduction, a factual prediction or a spontaneous offer. • GOING TO can be used to predict future events based on a present evaluation of circumstances.Practice1. Work in pairs, one as a travel agent, the other as a tourist. Ask and answer questionsabout this day trip from London to Oxford. 08.15 Coach departs from London, Victoria. 10.00 Arrival in Oxford. 10.15 Tour of Oxford University colleges. 12.45 Lunch at the Turf Tavern. 14.00 Coach leaves for Woodstock. 14.30 Tour of Woodstock and Blenheim Palace. 17.30 Coach departs for London.English for Tourism page 8
  9. 9. 2. Listen to the travel agent explaining the tour from Bangkok to Malaysia andcomplete this tour itinerary.Day 1 Arrival in Bangkok You arrive in Bangkok and transfer to your hotel.Day 2 Bangkok You are free to 1………………… in your hotel or 2………………… the city.Day 3 Bangkok After visiting the 3………………… in the morning, we spend the afternoon touring the Grand Palace and watching the display of Thai 4………………… In the evening, we take the overnight 5………………… to Nakorn Sri Thammarat.Day 4 Nakorn Sri Thammarat Krabi On arrival, we visit the 7th century 6………………… and the museum, before going on to see the famous 7………………… at work. After lunch we drive to Krabi on the 8………………… coast.Day 5 Krabi / Phuket After 9………………… the night in Krabi, we set off early for Phuket. The rest of the day is yours to enjoy on Thailand’s 10………………… island.Day 6 Phuket / Penang We take the early flight to Penang for the 11………………… part of the tour. You are free to explore the 12………………… and mosques of Penang, or relax on the 13…………………. (Adapted from a listening exercise in First Class, 1991)English for Tourism page 9
  10. 10. Section 2Reading1. Pre-reading a. What means of transport do you like for a short journey? for a long journey? Why? b. What are some of the most popular means of transport available in Can Tho that tourists can use?2. Reading THAILAND, CAMBODIA AND LAOS16 DAYSThe trip: An Exciting journey through thefestinating kingdoms of Cambodia and Laos byboat, train, and bus. A busy trip, but with lots oftime for shopping, relaxing and exploring.Size of group: 5-15 plus group leader and localguideAccommodation: 11 nights in hotels, 2 nightsin local housesITINERARYDay 1 Depart Heathrow Airport Day 10 Free day to wander around peaceful VangDay 2 Arrive Bangkok Vieng, or take a walk and explore the spectacular limestone caves or theDay 3 Visit the Grand Palace, the take train to surrounding hills. Aranyaprathet. Day 11 Drive to Luang Prabang, a world heritageDay 4 Cross the border by train to the old town sight. of Battambang in Camodia; explore in Day 12 Early morning climb of Mount Phousi to see the afternoon. the sunrise; rest of the day free to visit theDay 5 Take boat down river to Tonle Sap, then waterfalls or simply relax. a short bus journey to Siem Reap; Day 13 Speedboat trip to Pak Beng, stopping off at afternoon sightseeing in Banteay Srei. the Pak Ou caves.Day 6 A day to explore the amazing temples of Day 14 Another boat trip to the border town Huay Angkor, including the Bayon, Angkor Xai and cross the Mekong back into Wat, Angkor Thom, and countless Thailand.Day 7 others. Day 15 Fly to Bangkok in the morning. Night flight Early morning boat ride to Phnom Penh; to London. afternoon visiting the Royal Palace and Silver Pagoda. Day 16 Arrive Heathrow Airport.Day 8Day 9 Fly to Vientiane, the capital of Laos. Morning tour of Vientiane; afternoon bus journey to Vang Vieng past rice paddies and through dense forests.English for Tourism page 10
  11. 11. Find out where you can: a. See many ancient temples Angkor __________________________ b. Cross the border from Laos to __________________________ Thailand c. Visit caves (two places) __________________________ d. See the sunrise __________________________ e. Visit the Silver Pagoda __________________________ f. Cross the border from Thailand __________________________ to Laos3. Writing and SpeakingWrite an itinerary for a 4-day tour in the Mekong Delta. Then, explain your touritinerary to the whole class.EXLORING THE MEKONG DELTATour code: MK-A03Duration: 4 daysDiscovering the Mekong Delta is an unforgettable experience for you. Paddy fields,orchards and small hamlets will be in your view along your way down the MekongDelta. Come and join us.Day 1Day 2Day 3Day 4English for Tourism page 11
  12. 12. Section 3DO YOU REMEMEBER?Complete the following statements. • The simple present can be used for:................................................................................................................................................................................................................................................................................................................................................................................................................................. • WILL can be used for:.................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................. • BE GOING TO can be used for:..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 12
  13. 13. Unit 3Tour BookingSection 1Language FocusTaking bookingHere are some of the expressions the travel agent uses when taking the booking.Can I help you?I’ll check availability on the 14th of November.Do you want to confirm it?Can I take some details?I’ll just give you the booking reference number?Asking questionsIn formal situations it is more polite to ask questions indirectly, especially at thebeginning of a conversation. For example, it can be better to use an indirect form suchas Could you tell me when you were born? rather than When were you born?Direct questions Indirect questionsWhat kind of tour would you like? Can I know what kind of tour you’d like?How many people is it for? Can you tell me how many people it is for?How long does the journey take? Do you know how long the journey takes?PRACTICE1. Listeninga. Discuss the following questions. 1. When you stay in a hotel, what kind of room do you prefer? 2. Do you like to have meals at the hotel or go to local restaurant when you’re on holiday? Why?English for Tourism page 13
  14. 14. b. Listen to a conversation between a travel agent and a customer. Complete thiscustomer enquiry form. Real Holidays Ltd. Customer enquiry formResort Playa BlancaHotelRoom single twin balcony sea viewMeal plan self-catering B&B half-board full-boardAirport From ______________ To ____________________ Departure on ________ Nov. Dep: 09.35 Arr: _______ Return on ___________ Dep: _____ Arr:________Client name 1. 2.Contact phonenumberBooking reference (Adapted from a listening exercise in Going International, 1998)c. SpeakingStudent A is a travel agent. Student B is a customer. Role-play the following situation.After you’ve finished, change roles and repeat the role plays.Student A: Travel agent Student B: CustomerYou will be given a list of the tours You want to have for a vacation. Askwith specific details. A customer will for information about the tour you likecome and ask you about the tour which and book it.he/she is interested in. Try to sellhim/her a tour. Then, take the booking.English for Tourism page 14
  15. 15. Section 2READING1. Pre-readingWhich of the following things is better for a tourist to explore Can Tho City, buying apackage tour or organizing a tour himself?2. Reading LOCAL TOURS Tours, or trips, to places within a city or country are known as local tours. Localtours can be of two types. First, there are one-day trips around a city or area. Second,there are local tours that can take from two days to a full week and can include anentire country. Local tours are arranged by tour packagers. Sometimes the packager is also atour operator and provides the equipment and the guides for the tours. The packagersmake up the itinerary, which is the schedule or listing of the places to be visited, andprepay (pay in advance) for any admission fees that may be charged. An admission feeis the charge to enter a place. It is usually prepaid on tours. If the tourists will stayovernight, the packager also arranges for hotel accommodations. Sometimes meals aswell are included in local tour packages. Tourists can arrange for local tours in two ways. They can reserve space ontours as part of a package they buy from their travel agent at home. In this case, allreservations are made before the tourists leave their own country. The arrangementsare set before they arrive at the destination country. The second way tourists can arrange for local tours is to have a travel agentmake arrangements once they get to the destination country. Some tourists like tomake plans and reservations for local tours after they have arrived and learned moreabout what they might like to see. They prefer not to have every day of their vacationplanned ahead. (Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse, 1982)Answer the following questionsa. What are the two ways that tourists can arrange for local tours?_______________________________________________________________________________________________________________________________________________________________________________________________________________b. Why do some tourists prefer to make local tour reservations after they arrive in the destination country?_______________________________________________________________________________________________________________________________________________________________________________________________________________English for Tourism page 15
  16. 16. 3. VocabularyChoose the correct word or phrase to complete each sentence.1. One-day trips around a city and longer trips within one country are known as _______. a. package tours c. local tours b. vacation trips d. seeing sights2. The schedule or listing of places to be visited is called the _______. a. route c. program b. itinerary d. guide3. Some places, such as museums or historic homes, charge _______ for people to enter. a. tour fees c. operating fees b. admission fees d. city taxes4. Such charges, as well as the cost of hotel accommodations and meals, are usually _______ by the packager for local tours. a. listed c. prepaid b. taxed d. arranged4. SpeakingDiscuss the following questions in groups.1. Where have you traveled during the past 5 years? Which holidays did you enjoymost?2. What kinds of the following kinds of holidays do you like most?Adventure Culture Fly-driveCruise Farmstay Package/beachEnglish for Tourism page 16
  17. 17. Section 3DO YOU REMEMBER?What are some expressions that you can use to take tour booking?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 17
  18. 18. Unit 4Tour CommentariesSection 1Language FocusGuiding languageIndicating positionOn your right is the beautiful …..On your left is the magnificent ……In front of you isWe are now passingYou can now seeSuperlatives…… is one of the finest buildings in the world. most famous sights in Asia. most beautiful in Vietnam.Passives….. was built by …(person).…… was painted in … (date)…… was designed…. is said to be haunted be the best example of ….. have lived here.Present perfect……... has stood here for ... (time period) has been standing since …(date).PRACTICE1. Use the following notes to write into full sentences about St Paul’s Cathedral inLondon. a. On/left/beautiful/St Paul’s Cathedral. ……………………………………………………………………………. b. Stood/over 300 years. ……………………………………………………………………………. c. Designed/Christopher Wren. ……………………………………………………………………………. d. One/large/dome/world. ……………………………………………………………………………. e. Said/influenced/design/Capitol building/Washington. ……………………………………………………………………………. f. Lord Nelson/buried/crypt. …………………………………………………………………………….2. QuizEnglish for Tourism page 18
  19. 19. Work with a partner and do the following quiz.1. The Parthenon was dedicated to ________A. God Poseidon B. Goddess Athena C. Both A. and B. D. None of these2. The Parthenon was built almost 2,500 years ago in the country of ________.A. Greece B. Rome C. New York D. London3. In which city is the Parthenon situated?A. Alexandria B. Athens C. Crete4. How tall is the Eiffel tower?A. 1834 yards B. 1800 ft C. 1643 ft D. 984 ft5. How long did it take to build this structure?A. 2 years and 2 months B. 3 years and 3 months C. 4 years and 4 months6. St. Peter’s is a _____.A. church B. castle C. citadel7. St. Peter’s was completed in ________ under Paul V.A. 1576 B. 1615 C. 17633. Listeninga. Listen to the guides giving commentaries at three places. Mark the statements T(True) or F(False). (Adapted from a listening exercise in Going International, 1998) Commentary 1 a....... The structure is 300 meters high. b....... It was built in the 18th century. c....... The British have a similar structure. Commentary 2 d....... The guide is taking about a square. e....... The church was built during 100 years. f....... The tourists will climb up to see the city. Commentary 3 g....... The building is 2000 years old. h....... It was built as a Christian church. i....... It has been destroyed a lot.English for Tourism page 19
  20. 20. b. Listen again. In which commentary do you hear the following adjectives? Write the numbers (1, 2, 3) on the line. a.............. Advanced b.............. Long c.............. Magnificent d.............. Proud e.............. Splendid f.............. Wonderfulc. What do the guides talk about? Write the number (1, 2 or 3) in the box. Parthenon Eiffel Tower St Peter’sEnglish for Tourism page 20
  21. 21. Section 2Reading1. Pre-reading a. Where did you go on your last vacation? b. How did you go? c. Who did you go with? d. What did you see and do? e. What did you buy as a souvenir?2. Reading CITY TOURS On the day of their city tour, the Silver wakes early. When Mr. and Mrs. Silverleave the coffee shop, the concierge greets the Silvers with a smile. The conciergegives Mr. Silver the tickets for the tour and says, "Im not busy at the moment. Let mewalk with you to where the bus will pick you up. Ill introduce you to the tour guidepersonally." Soon the tour bus stops at the curb. The driver opens the door and the tourguide climbs down. As he has promised, the concierge introduces each member of thefamily to her. She says: "Welcome. Im Francine Miller, your guide for this tour. Ill tell youall about the things you will see. If you have any questions, please ask. Its my job toanswer them. All my time is free to talk to you sightseers." Sights are places or thingsto see. Sightseers are people who go to see these sights, or places of interest. Localtours are sometimes called sightseeing tours. When the Silvers board (get on) the bus, Mrs. Miller introduces them to thedriver. Then she takes them to the seats that were reserved (saved) for them. Whenthey are all comfortably seated, the driver starts the bus. Before the driver became a tour bus driver, he spent many years driving a taxi.In that way, he learned all the streets of his city. He is an experienced driver, whichmeans that he has had practice driving in many different or difficult situations, anddrives safely and well. In addition to knowing all the streets, he also knows all thetraffic regulations. Only the most experienced drivers can get jobs on tour buses. Hehas also been specially trained to drive a tour bus. He drives carefully past the placesthat tourists want to see. He is also careful to avoid stopping suddenly or speeding upquickly. People have confidence in a careful driver. Confidence means that they believethe driver does his or her job well and safely. Passengers feel comfortable riding with adriver in whom they have confidence. The driver feels that making passengerscomfortable is an important part of his job. As the bus moves through the city streets, the guide tells the sightseers aboutthe places and buildings they are passing. They pass a large group of low buildingsEnglish for Tourism page 21
  22. 22. surrounded by a park. "Thats a medical center with many different hospitals. The longlow building with the playground next to it is a childrens hospital." The children ask if there are many sick people in the country. Mrs. Millerreplies: "Every country has sick people. I dont know if we have more or fewer sickpeople than anywhere else. But I do know that we are very lucky to have such a finemedical center to help people get well." When Mr. Silver asks how many other hospitals or medical centers there are inthe country, Mrs. Miller is able to tell him. An important part of her job as a tour guideis to answer the questions people ask. Another part of her job is to explain the historyof parks or monuments they pass. After about 40 minutes of such sightseeing, the bus stops in front of a large,modern building. "This is our national museum," says the guide. "You will find manyinteresting works of art and historical displays inside. As you leave the bus, Ill giveyou a brochure that will tell you about the museum." "Is it in English?" Tommy asks. "May we keep it as a souvenir?" Janet asks. Mrs. Miller answers yes to both questions and continue: "Inside you will findsigns in English telling about the exhibits. You will also find a display called adiorama, a small-sized model of the entire city and the countryside around it. Aroundthis diorama are several telephones. Pick up one of the phones marked English inorder to hear a description of the city. You will also hear about some of the places wesaw on the way here. In addition, the recording will tell you about some of the exhibitsin the museum and some of the places we will see later this afternoon." As they leave the bus, Mrs. Miller tells the sightseers: "You have one hour to gothrough the museum. Then well meet back at the entrance. Ill take you to the museumrestaurant where well have lunch." As the Silvers are leaving the museum after lunch, Janet asks the tour guide,“Can we stop for a moment? I want to buy some postcards to send to my friends. Thestamps in your country are so pretty.” Each member of the family buys several postcards at a sales counter just insidethe front door of the museum, near the diorama. Then Mrs. Silver asks: “Would youmind taking the pictures of us standing on the front steps of the museum?” Tour guides often receive this type of request. Tourists like to have pictures ofthemselves visiting faraway places. The tour guides are often asked to take the picturesso that the whole family or group can be in the photograph. During the afternoon, the tour goes to a large crafts market. Built by thegovernment, the market contains many stalls (enclosed spaces) where people display(show) and sell handicraft items, clothing, and souvenirs. The family walks around themarket. They stop and look at many items. Suddenly, all four members of the familyhave the same idea at the same time, buying some shirts as souvenirs. Back on the bus, the family agrees that they have enjoyed every bit of the tour.They will take home memories of a pleasurable, interesting day. The souvenirs theybought will remind them of the pleasurable experiences they had.(Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse,1982)English for Tourism page 22
  23. 23. Work in groups and answer the following questions.a. Why are local tours sometimes called sightseeing tours?__________________________________________________________________________________________________________________________________________b. Why does Mrs. Miller tell the sightseers to ask her any questions they have about the places they see?__________________________________________________________________________________________________________________________________________c. How did the driver get the experience to become a tour bus driver?__________________________________________________________________________________________________________________________________________d. What gives people confidence in a driver?__________________________________________________________________________________________________________________________________________e. Why do tourists ask a tour guide to take their photographs?_______________________________________________________________________________________________________________________________________________________________________________________________________________3. Vocabularya. Choose the correct word or phrase to complete each sentence.1. An________ driver has practice driving in many different situations. a. ordinary c. experienced b. unusual d. unsafe2. Because the Silvers feel ________ that the driver is doing his job well, they have him. a. an interest in c. nervousness about b. a concern about d. confidence in3. A tour bus driver must know all the traffic ________. a. signs c. regulations b. streets d. police officers4. Local tours are sometimes called ________. a. bus trips c. museum tours b. sightseeing tours d. city tripsEnglish for Tourism page 23
  24. 24. 5. A ________ is a small pamphlet that describes or gives information about something. a. newspaper c. book b. magazine d. brochureb. Match each word or phase in column A with its meaning in column B. A B1. ......... Handicraft a. Person who visits places of interest.2. ......... Stall b. Something made by hand3. ......... Diorama c. To show4. ......... Sightseer d. Small-sized display or model5. ......... Display e. Enclosed space4. Writing and Speakinga. These are some of the most famous tourist attractions in Can Tho City. Do youknow all of them? Write their names under the pictures?a. ………………………… b. ……………………… d. …………………………e. ………………………… f. ………………………… g. …………………………English for Tourism page 24
  25. 25. b. Imagine you’re a tour guide. Prepare a short commentary for a place in Exercise Athat you know well. Then describe it to your partner and ask him/her to guess what theplace is................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 25
  26. 26. Section 3DO YOU REMEMBER?If you want to indicate positions, what expressions can you use? ..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................When do you use the passive form?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 26
  27. 27. Unit 5Restaurants and Their ServicesSECTION 1LANGUAGE FOCUS1. StructuresDescribing eating and drinking establishmentsThe Cafe Grande is like a coffee shop, but it serves . . . / doesn’t serve . . . it has . . . / doesn’t have . . . the customer can . . . / can’t . . .Saying time Times DaysWe’re open for lunch from ….. to/till … on Mondays to Saturdays.We’re closed dinner every day (of the week)We open at one (o’clock) every day except Mondays.We close midnight on Mondays.PRACTICE1. You will hear staff members from four of the above establishments. They areanswering telephone enquiries about opening times. Listen, and put ticks (√) to showthe days when they are open, and crosses ( ) to show when they are closed. Thenlisten again and note the opening hours. Times Mon Tue Wed Thurs Fri Sat Sun1. Luxury restaurant Lunch 12.30 – . . . . Dinner . . . . – 24.002. Bar ....–....3. Informal restaurant Lunch ....–.... Dinner ....–....4. Coffee shop ....–....2. Work with a partner. Take turns to be A (a waiter/waitress in an eating or drinkingestablishment) or B (a customer). Student A should think of the opening days andtimes of four formal or four informal establishments. (They can be places you know,or you can invent them.) Student B should telephone Student A for the information.3. Work with one or two other students. Imagine that you are going to open a newrestaurant. Use the following hints to discuss with your friends. - the kind of restaurant - its opening times - the kinds of menu and the prices - its locationEnglish for Tourism page 27
  28. 28. - its services and amenities (enjoyable features, for example a band, a beautiful view, etc.)Then write a small advertisement for it, and post it in class.2. VocabularyEating and drinking establishments1. Members of staff are on the telephone, explaining the services at the fiveestablishments: a. bar b. coffee shop c. informal restaurant serving national and regional dishes d. luxury restaurant e. nightclubDecide which sentence to apply to which establishment. Write the letters before thesentences. (Some sentences may apply to more than one establishment.) d 1........... Dinner is a la carte, Sir. 2........... We serve typical local dishes. 3........... You can dance to our band. 4........... You can have a snack with you drinks. 5........... We have an excellent floorshow. 6........... We have two sorts of dinner menu: a la carte and a three-course, fixed price menu. 7........... You can have a quick snack here any time. 8........... We make all the pasta ourselves. 9........... You can gamble if you like. 10........... We are noted for our haute cuisine, Madam. 11........... We serve sandwiches, salads, cakes and beverages.English for Tourism page 28
  29. 29. SECTION 2READING1. Pre-readingDiscuss the answers to the questions below with your friends. a. What elements are included in the service industry? b. Name five specific jobs restaurant staff members do. c. What do restaurant staff members do with these jobs?2. Reading THE SERVICE PROFESSIONSpheres of ActivityThe service profession comprises two important spheres of activity: • Preparatory work • Guest serviceIf you want to be successful in service, none of these areas can be neglected.Preparatory work (mise en place)Preparatory work creates the conditions that make smooth service possible. It includesevery behind-the-scenes task, from setting the table for the guests to filling saltshakers,that is performed by the service staff. In all preparatory work, order and cleanlinessplay a major role, to say the least. A perfect mise en place is essential for good service.Guest serviceGuest service is the area that demands the most from service personnel, involvingconduct, self-discipline, and an ability to empathize.Your concern for the welfare of your guests clearly indicates your level ofprofessionalism: to provide quality service, you must assume responsibility for yourguests enjoyment of their dining experience. You cannot provide such service byrushing through your work, expending a minimum of effort. Pleasing the guest is theprimary concern in this profession, and because you are dealing directly with thosewho will judge your performance, the results of your efforts (or lack thereof) areimmediately evident.Hierarchy for a Large Establishment Title FunctionMaitre d’hotel The waitperson responsible for the overall management of serviceHeadwaiter The waitperson responsible for service in a particular area, such as a banquet room or restaurant.Captain The waitperson responsible for a service station (approximately 15 - 25 guests), assisted by one front waiter or an apprentice.Front waiter A young, trained waitperson with 1-2 years of experience.Apprentice A waitperson in trainingEnglish for Tourism page 29
  30. 30. SpecialistsDepending on the size and style of the establishment, there may be professional titlesfor specialists that perform particular jobs. Title FunctionBanquet manager Directs the catering and banquet operationsFood-and- Directs the sales and purchase of food and beveragesbeverage managerWine steward or Responsible for wines and their servicesommelierHost or hostess Responsible for greeting and seating the guestBartender Responsible for bar serviceRoom-service Responsible for service in guest roomswaiterYour training, professional experience, and knowledge will determine the rank youattain in your career. Experience abroad, knowledge of different languages, and specialtraining, for example being certified as a maitre d’hotel, will naturally help you toadvance.The chain of command for service personnel in small and large establishments maydiffer, but the outlines below provide an overview of the hierarchy in a typicalestablishment.Hierarchy for a Medium-Sized Operation Title FunctionHeadwaiter The waitperson responsible for the overall management of serviceCaptain The waitperson responsible for a service station (approximately 15 - 25 guests), with the help of one front waiter or an apprenticeFront waiter A young, trained waitperson with 1-2 years of experience.Apprentice A waitperson in trainingDecide whether the following statements are true (T), false (F) or impossible to know(I).a. ________ A captain is the one who has to serve approximately 20 to 25 guests.b. ________ Your love in the profession determines your achievement in your career.c. ________ It takes a front waiter 2 years to become a captain.d. ________ It takes an apprentice from 1 to 2 years to become a front waiter.e. ________The hierarchy in every restaurant is almost the same.f. ________ A maitre dhotel is the one who has been trained abroad.g. ________ The member who is assigned to take care of the whole management of service is the headwaiter.English for Tourism page 30
  31. 31. 3. VocabularyFill in the blanks with NO MORE THAN three words taken from the reading selection.Preparatory work is ___________ for the successful operation of the serviceprofession. Service workers have to prepare almost everything from minor to majorthings while ___________ and ___________ are constantly maintained. In the front,___________ requires employees to work with their enthusiasm, professionalism, and___________. Service staffs jobs are, therefore, to enhance customers ___________when they come to the restaurant. ___________ customers is the main task to thosewho work in the service industry.4. SpeakingDiscuss the questions below with your friends.a. What are other jobs in a typical restaurant in your region that are not mentioned in the text?b. What jobs are you most interested in? Why?c. Imagine that you were going to run a restaurant. What positions and jobs would you take in account? Why?English for Tourism page 31
  32. 32. SECTION 3DO YOU REMEMBER?1. What do you say when explaining amenities and services?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................2. Complete these two columns with the most appropriate words and phrases. Polite expressions Formal Informal Good ________ (until about 12.00) ________! Good ________ (12.30 until about 17.30) ________ Good ________ (after about 17.30) ________ ________ Bye!/Bye bye! Good ________ (= goodbye after about 21.00) Good night Thank you Thanks (In reply to Thank you): Not at all ________/You’re welcome!English for Tourism page 32
  33. 33. Unit 6Taking Customers OrdersSECTION 1LANGUAGE FOCUS1. StructuresArticles: A/AN and THELook at these sentences. • Every summer we stay in a hotel in Rome. The hotel is in the city centre. • Could I have the menu, please? • Could I have a beer, please? • Could I speak to the manager, please?PRACTICEFill in the blanks with blanks with A/AN or THE.a. On Saturdays we eat in _____ restaurant in Oxford. _____ restaurant is near _____ River Thames.b. Do you have _____ reservation, madam?c. Can I have _____ reservation, madam?d. Would you like to see _____ wine list, sir?e. Would you like _____ aperitif?f. _____ beer here is very good.g. Could I have _____ bill?A or SOMELook at these sentences. • I’d like a (glass of) beer/a glass of wine/a table near the window/a (cup of) coffee • I’d like some bread/some wine/some water/some milkPRACTICEFill in the blanks with A or SOME.a. I’d like ______ whisky, please.b. There’s ______ bread on the table.c. Could I have _____ glass of wine?d. Mr. Jones has left ____ money in his room.e. Could I have ______ rice?English for Tourism page 33
  34. 34. Taking ordersA. Waiter B. Customer A. WaiterWould you like a/an aperitif? • (Repeats the offer) Very good, Sir/Madam. ….? • (Yes,) please. (Informal: Fine!/OK) some water? • (Yes,) OK. ….? • (Yes,) fine.Would you like sit near • Sure. Certainly, Sir/Madam.to …? • That would be (Informal: Sure!/OK!) sit in the nice/great/ shade/sun? splendid/etc. see the • Yes, I could do with wine list? a/some … set menu? • No, thanks. order now? • Not really, (thanks) • (No,) it’s OK. • I don’t know. • I’m not too sure. • Let me see/think. • Can you give us a bit more time?RecommendingI haven’t decided about an appetizerI can’t make up my mind a soupI’m wondering a main course a dessertWhat would you suggest as an appetizer?What do you recommend a soup? a main course? a dessert?I can recommend the …… It’s excellent. They’re particularly good. one of the chef’s specialties.Recommending and comparingCustomerWhat’s the difference between the Beaujolais and the Nuits St. Georges?Which is lighter: the Beaujolais or the Nuits St. more full-bodied: Georges? drier: … … sweeter:Waiter/waitressOh, the Beaujolais is lighter etc. than the Nuits St. Georges? … …Oh, the Nuits St. Georges? is not as lighter as the Beaujolais … etc. …English for Tourism page 34
  35. 35. PRACTICE1. Complete the following conversations.Conversation 1 Waiter (W): _________________. Guest (G): I’d like to have dinner in your restaurant at 7:00 tonight. W: ________? G: A table for two? W: __________? G: David Smith. W: Mr. Smith, __________? G: No, thanks.Conversation 2 W: _________ G: This is Henry Green speaking. I’d like to have a table for four tonight. W: __________? G: At about eight. W: ___________ G: Yes, you are right. By the way, could you give us a table in the corner? We’d like to have a quiet table. W: ______________? G: Thank you. Good-bye.2. List the order in which restaurant staff do these things. For example: 1 = (e) a........ ask if guests would like to see the wine list b........ bring the wine list c........ serve the bread or rolls d........ take the guests to their table e........ receive guests when they arrive f........ take guests’ coats to the cloakroom g........ take down the orders from the first and second courses h........ ask if guests would like an aperitif (a drink before meal) i........ offer water j........ take down the wine order k........ bring the menu 3. Work with a partner. Use the menu provided by your teacher and take turns to be A (a customer who wants some advice) and B (a waiter/waitress). English for Tourism page 35
  36. 36. 2. VocabularyCourses in a restaurantBelow are the courses on two kinds of menu, but they are in wrong order. Put thecourses in a better order, and discuss what dishes etc. one might serve for some ofthem. For example: 1. Hors d’oeuvres: eggs mayonnaise. . . .A la carte menu in a four-star restaurant: Cheese board – Entrees – Coffee andmints – Cold platters – Sweets – Hors d’oeuvre – Fish – Soups – VegetablesCoffee-shop menu in an international hotel: Wine list – Main dishes – Soups –Desserts – Sandwiches – Appetizers – Beverages – Pasta dishes – Cold plateEnglish for Tourism page 36
  37. 37. SECTION 2READING1. Pre-readingDiscuss the questions with your friends.a. What do customers often expect of good food service?b. What are some bad habits that can lead to poor service?c. What is "passing the buck"?2. ReadingWe know that service is anything other than physical goods that is valuable tocustomers. There are some laws that lead to good service. The most critical one isabout customers satisfaction. The following article presents some golden rules thatrestaurant staff members need to be aware of in order to provide good service.LAW OF SERVICEWe know that service is anything other than physical goods that is valuable tocustomers. This customer perspective leads to the Law of Service - the most criticalrelationship in all service work. 1. Accessibility. Customers expect prompt and efficient service. This meansthat they must be able to get to someone in the organization who can help them.Whether it is waiting for initial processing or talking to someone about fixing aproblem, they do not expect to go through a maze of paperwork and red tape. Theywant their questions answered and their needs met as soon as possible. 2. Courtesy. Customers expect to be treated in a professional manner. Theyreact poorly to rudeness. Customers expect their property to be treated with respectas well. Employees should treat customers luggage, cars, and so on as if it weretheir own. They also expect a neat and clean appearance. 3. Personal attention. Customers want to be treated as uniqueindividuals. They want to know that the company they are dealing with cares aboutthem as individuals. They expect to be told what services will be provided, andthey expect someone to care about their problems (and do something about them). 4. Empathy. Empathy is a persons ability to see and feel things fromsomeone elses point of view. Customers expect that service employees willunderstand what they care about. Customers do not expect to be treated as thoughtheir presence is an imposition on the employee or an interruption to an otherwisepleasant day. 5. Job knowledge. Customers expect that employees will know the facts about their job and their company. They expect honest answers. On some special requests, they may accept an employee going to a supervisor for an answer, provided that the answer comes quickly. 6. Consistency. Customers expect to get the same answer no matter who theytalk to. If everyone meets the criteria for job knowledge, there is no reason for twodifferent employees to give conflicting answers. There are some instances where avariety of treatment may be acceptable, but only when they see and understand anobvious and compelling reason for a difference in treatment.English for Tourism page 37
  38. 38. 7. Teamwork. The company may be composed of many different departmentswith different goals and methods of operation, but to customers it is a single entity.They do not expect internal turf battles to affect them nor do they expect to bepassed from one department to another for answers to simple questions.Seven Deadly Sins, 1. Leave someone expecting a reply. Whenever we tell someone we will callor send something, we must follow through and do it. Even when we dont have ananswer or anything else useful to say to a customer, we can call the customer to saythat we have no new information yet and are still working on it. It is important thatthe person not feel forgotten or ignored. 2. Argue with a customer. If you remember the old saying," The customer isalways right," you already know about this sin. Even when customers arecompletely wrong, service providers do not get any points for proving it. Taking anargumentative tone with a customer puts a service person in a poor position fromthe start. 3. Present a dirty or unprofessional look. This is one of the best ways to getoff to the wrong start with a customer. Dirty facilities or unprofessional-lookingemployees immediately undermine the overall credibility of any serviceorganization. Cleanliness will almost never be cited as a particularly good servicequality, but the lack of cleanliness will be noticed immediately. 4. Give conflicting or incorrect information. Nothing is more frustrating toa customer than hearing two conflicting pieces of information from two differentpeople in the same organization. Customers expect each of us to be perfectly up-to-date and knowledgeable about practically everything to do with our products. Whenwe dont know something, we are much better off tactfully admitting our lack ofknowledge and promising to call them back. 5. Argue with a fellow worker in front of a customer. As human beings, wewill certainly have disagreements with fellow staff members. There is a time and aplace for working out these differences. It may even take a screaming match towork it out-but not in front of customers. We can almost always wait to discuss ituntil the customer has left. We can ask our co-worker to go into a back room wherewe can discuss the problem, come to an agreement and then go back to deal withthe customer as a team. 6. Imply that a customers needs are unimportant or trivial. Our customersmay be the fiftieth person that day that we have had to deal with on the sameservice need, but to them, this is the first time that day theyve needed it. The worstthing we can do at that moment is to trivialize their needs or make it seem as if theyare an imposition on our otherwise carefree day. 7. Pass the buck. A common practice in service organizations, especially thosewith large bureaucracies, passing the buck can be very frustrating to customers.Customers already tense because something has or may go wrong, and we double thatpressure by sending them through a maze of red tape. The best way to avoid this is tobe knowledgeable about who in the organization has the authority to help this person.If a supervisor is not immediately available, offer to have someone call the customerback.English for Tourism page 38
  39. 39. Decide whether the following statements are true (T) or false (F).a. ________ Customers property should be handled with care and respect at a restaurant.b. ________ Service workers are supposed to understand what customers are expecting of the service they are providing.c. ________Customers do not accept the situation where a service employee goes to seek a supervisor if he/she cannot answer the customers questions.d. ________ The operation of a restaurant with different departments is still a single entity in customers viewpoint.e. ________ If a service employee cannot have an answer immediately, he/she should tell the customer to forget or ignore it.f. ________ When customers are completely wrong, service workers need to say so to them and prove it.g. ________ If a service worker does not know an answer or information a customer is requesting, he/she must politely admit his/her lack of knowledge.h. ________ Service workers are never allowed to argue with each other at the workplace.i. ________ Service workers should sometimes point out to customers that their request is unimportant at all.j. ________ The best way to avoid passing the buck is to get a supervisor to solve the problem.3. VocabularyFill in the blanks with NO MORE THAN three words taken from the text.The law of service says that satisfaction is based on whether ___________ perceivethat the ___________ is good or bad, and this judgment is based on their subjectiveattitudes, not necessarily on an objective evaluation of facts. Different customers mayperceive the same ___________ in different ways, and even the same customer mayperceive it differently at different times.In general, customers have ___________basic expectations relating to restaurant staffsprofessionalism. They often expect ___________ service that does not let them wait orget through an amount of ___________. As ___________, they expect the restaurantstaff to professionally pay individual attention to and care about them with the staffs___________.And while many acts may or may not be perceived poorly, there are seven___________ that are sure to upset customers. One of the bad habits is to___________ when customers have to go through a maze of paperwork and red tape inorder to solve a problem.4. SpeakingDiscuss the following questions with your friends. a. How can service organizations use this law of service to design better service delivery systems? b. Can you think of other rules enhancing good service delivery that are not mentioned in the text? c. What other things should service employees avoid?English for Tourism page 39
  40. 40. SECTION 3DO YOU REMEMBER?1. What do you say when you want to take orders?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................2. What do you say when you want to make a recommendation?..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 40
  41. 41. Unit 7Explaining DishesSECTION 1LANGUAGE FOCUS1. StructuresDescribing foods1. Past Participles used as adjectivesComplete the words in column 2. The chefs do this The waiter or waitress serves this (a) mince beef minced beef (b) mash potatoes m........potatoes (c) shred cabbage ......dd......cabbage (d) fillet plaice ...............plaice (e) slice mushrooms ..........mushrooms (f) fry scampi ......ie..scampi (g) stew lamb ........ lamb (h) grill sardines ...........sardines (i) bake ham ..........ham Notes: A. Roast does not take -ed. Sautee can take -ed. Would you like roast chicken and saute/sauteed potatoes? B. These words change their spelling: • chop - chopped • shred - shredded • fry - fried2. The Passive FormWhen the waiter and waitress explain a dish, they usually talk only about the food, notabout the chefs. In other words, the passive form is often used to describe how thingsare made. • The chefs cook the beef in wine. The beef is cooked in wine. • They poach the cod in milk. The cod is poached in milk.PRACTICE1. Rewrite the following sentences using the passive form. a. They flavor the soup with herbs. b. They stuff the heart with bread, onions, and nuts. c. They flavor the chicken with melon. d. They serve the smoked salmon with brown bread and butter. e. They garnish the soup with small pieces of fried bread.English for Tourism page 41
  42. 42. f. They fry the vegetables in oil. g. They poach the poussins in wine. h. They fill the pancakes with cream cheese. i. They flavor the dumplings with herbs. j. They stuff the tomatoes with fried ham and onion. k. They serve the shrimps on a bed of lettuce. l. We make French dressing from oil and vinegar. m. The restaurant serves lunch from 12 to 3. n. The barman makes dry martinis from gin and vermouth. o. The wine waiter opens the wine at the table. p. The chef makes mornay sauce from flour, milk, butter, cheese and seasoning. q. The waiters bring the dishes from the kitchen on trays.3. QuantifiersUncountable ingredients .... has no wine in it. contains very little butter (just) a little garlic quiet a lot of .... a lot ofCountable ingredients .... has no olives in it. contains very few prawns (just) a few .... quiet a lot of a lot ofPRACTICEChoose phrases from B in the chart below to explain the following dishes tocustomers. Here is the information you need:Tortilla Tortilla: a sort of omelet Main ingredients: eggs and potatoes Additional ingredients: onion (just a little) Preparation: slice potatoes, chop onion Method of cooking: fry in oil Accompaniment: serve with green salad.Ratatouille Ratatouille: a sort of vegetables stew. Main ingredients: tomatoes, aubergines, green peppers, courgettes. Additional ingredients: oil, butter, garlic. Preparation: slice main ingredients. Method of cooking: saute and then stew slowly in the oven.English for Tourism page 42
  43. 43. Accompaniment: serve with boiled potatoes or rice. A: Customer B: Waiter or waitress Whats this...? Whats this dish here? Can you tell me about this Tortilla, Sir/Madam? Its a sort of ... It consists of ... and sliced ...with some ... Its fried in ... Is there a lot of onion in it? How much onion is there in it? Does it contain any garlic? Is there any flour in it? It contains ... onion. It contains no ... Whats it served with? What does it come with? Is there anything to go with it? Does it come with a salad? (No,) its served on its own. (No,) it comes with ... (Yes,) its served ...3. Look at the following menu from Saigon Palace Restaurant. Work in groups of threeor four. Some of you will be customers ordering foods, and the other will be thewaiter/waitress taking down the orders.English for Tourism page 43
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  45. 45. English for Tourism page 45
  46. 46. English for Tourism page 46
  47. 47. 2. VocabularyFood ingredients and recipesIngredientsPut the following words into the correct types of ingredients.turkey - mustard - beans - kidney - herbs - margarine - rice - salmon - lobster -pheasant - lamp TYPESVegetables Cauliflower, beansFish TroutShellfish CrabPoultry DuckOffal LiverMeat BeefGame VenisonCereals FlourCereal productsFats and oils ButterCondiments PepperFlavorings GarlicCooking VerbsMatch the verbs on the left with the definitions on the right.Verbs Definitions 1. bake a. cook food on or under a direct flame 2. blanch b. shred into very small pieces, using a rough metal tool 3. braise c. decorate 4. caramelize d. cook in oil or fat in a shallow pan 5. carve e. pass food through a machine which reduces it to powder 6. chill or pulp 7. cream f. reduce fruit/vegetables, etc. to liquid 8. deep-fry g. fry in a little fat at a lower temperature 9. dice h. cook over a fire or in an oven with oil or fat 10. flambé i. cook eggs (without their shells) or fish in gently boiling 11. flavor waterEnglish for Tourism page 47
  48. 48. 12. fricassee j. cook in an oven 13. fry k. stew meat (usually chicken) with vegetables in a little 14. garnish water, which is then used to make a rich white sauce 15. grate l. half-cook in boiling water 16. grill m. cut meat and poultry up at the table or in the kitchen for 17. grind service to the table 18. liquidize n. heat sugar until it becomes brown 19. marinade o. cook (meat or vegetables) in a covered pot with very 20. parboil little liquid 21. roast p. cook for a short time in boiling water 22. sauté q. make cold 23. slice r. mix ingredients together until they form a smooth 24. steam mixture 25. stuff s. add spices and seasoning 26. poach t. pour brandy or other alcohol over food and set it alight u. cut food into small cubes v. cook food in a deep pan of boiling oil or fat w. cut into large, thin pieces x. cook over a pan of boiling water by allowing the steam to pass through holes in a container with food in it y. put breadcrumbs, chopped meat, etc. inside meat or vegetables and cook and serve them together z. leave a mixture of, for example, wine and herbs for some time before cooking3. French in EnglishA lot of words come from other languages, especially French in the language ofrestaurant. Complete these sentences using the words provided.French words and phrasesa la mode cordon bleu plat du joura la carte de luxe plongeurbouquet garni digestif sautébrut en pension soupconchambre hors-doeuvre table dhotechateau maitre dhotel traiteurchef de cuisine nouvelle cuisine vinaigrettea. I like champagne, but this one is rather sweet for me. I prefer ________.b. Im glad you enjoyed the meal. Would you like a ________?c. Heres the menu. We also have a ________ which is mackerel in white wine with spring onions.d. My first job in the kitchen was as a ________. Nowadays we have a dishwashing machine.e. We serve the salad with a simple ________.f. I usually have the set menu, but this is a special occasion. Lets go ________.g. I love apple pie ________ - its the combination of hot and cold that I find irresistible.h. This is an excellent red, bottled on the ________.i. The restaurant has improved enormously since Larry Duval became the ________.English for Tourism page 48
  49. 49. j. Were investing a lot of money to create a restaurant which offers a genuinely ________ service.k. Add some ground chili, but not too much. Just a ________.l. Red wine should normally be served ________.m. If you want to have dinner in the hotel, we have special ________ price which is very economical.n. We ________ the mushrooms in butter with garlic and black pepper.o. A real ________ chef can make very good money in London.p. Theres the ________ which is a set price of $18.90 for three courses.q. They complained to the ________ about the service they had received.r. We use a ________ to flavor the soup.s. Im not crazy about ________ - Im usually still hungry after I finish dinner.t. While we were looking at the menu, we were served Atlantic prawns with mayonnaise and an endive salad as an ________.u. Almost everything is prepared in our own kitchen except that we use a ________ for patisserie.English for Tourism page 49
  50. 50. SECTION 2READING1. Pre-readingDiscuss the questions with your friends. a. What kinds of food should be included in a menu? In what order? b. How many kinds of menu do you know? What are they? c. How is a menu formatted? d. What are the basic rules for organizing a menu?2. Reading THE MENUOffering the right varieties, combinations, and preparations of foods is a basicrequirement for a restaurants commercial success, but what will work for eachrestaurant differs from case to case. The reading selection below gives you a basicinsight of a menu composition.The Classical Menu StructureA successful menu depends upon composition-the right combination of foods, preparedperfectly. So claimed Antonin Careme (1784-1833), the French chef who is consideredthe founder of classical cuisine. A table dhote or a part menu is a predeterminedsuccession of courses, offered at a set price. Today the a la carte menu, from whichguests choose from a variety of courses and foods at different prices, is also popular.The classical French menu contains thirteen courses. Today, a menu of this size ishardly ever offered. But even todays shorter menus follow the structure of the classicalFrench menus as far as succession of courses is concerned. They always start withsomething light to stimulate the appetite, build up to the main course, and then becomelighter toward the end of the meal.The Thirteen Courses of the Classic Menu for French CuisineCourse English Example1. Cold appetizer Melon with port2. Soup Consomme brunoise3. Hot appetizer Morels on toast4. Fish Fillet of sole Joinville5. Main course Saddle of Iamb6. Intermediate course Sweetbreads with apparagus7. Sorbet Champagne sorbet8. Roast with salad Guinea hen stuffed with goose liver,9. Cold roast l d Game terrine10. Vegetable Braised lettuce with peas11. Sweet Charlotte russe12. Savory Cheese fritter13. Dessert Jellied fruitEnglish for Tourism page 50
  51. 51. Short MenusThe following examples of five-course, four-course, and three-course menus illustratethat even todays short menus follow the same sequence based on the classical thirteen-course French menu. The individual courses, however, have been merged in manycases. The original main course consisted of an entire, uncarved poultry, meat, orgame animal - a whole prime rib of beef, for example. Today the entree has mergedwith the main course. The vegetable, at one time a separate course, today is served as aside dish with the main course. Cold appetizers are always served before the soup. Hotappetizers are served after the soup. 4-course MenuCourse ExamplesCold appetizer Melon with portSoup -Warm appetizer Fillet of sole Joinville Steamed riceMain course Chicken breast with truffles Steamed rice Braised lettuce with baconDessert Hazelnut cream 4-course MenuCourse ExamplesCold appetizer -Soup Consomme with marrowWarm appetizer Gnocchi, Parisian styleMain course Roast Pheasant Williamspotatoes Red cabbage with chestnutsDessert Peach MelbaThe Menu FormatIn many cases, especially in restaurants serving haute cuisine, the a part or table dhotemenu is beautifully handwritten to emphasize the traditional character of the restaurant. Inless fancy restaurants, a modern variant that is similar but simpler is often used: theblackboard, on which are written recommendations concerning the days specialties.In general, however, the table dhote or a part menu, which changes daily or cyclically,is prepared in-house (on a typewriter or computer) and duplicated as necessary. A separatemenu listing the daily specials might also be prepared.In many restaurants the table dhotel or a part menu and the daily specials contain only afraction of what is offered. Often an a la carte menu, from which the guests can select anarray of dishes that are always available, is also provided. If an a la carte menu isoffered, the other menus are inserted in or clipped to its folder. The daily menus may alsobe placed at every seat, but in most establishments they are offered by the service staffalong with the regular a la carte menu.Basic Principles for Organizing a MenuEnglish for Tourism page 51
  52. 52. Cold and warm dishes are listed separately.Appetizers, soups, seafood, and main courses are listed in separate groups.In every group the lighter dishes are listed before the richer ones.Salads should be highlighted.If offered, low-calorie foods should be specially indicated, and the number of caloriesshould be provided.Every dish should be described clearly and simply, in an appetizing way, without beingtoo flowery.House specialties and seasonal items should correspond to the season and should changeaccordingly. Use a clip-on menu or special insert to attract attention to them.The dessert selection should be listed on a separate attractive card. The menu shouldinform the guests that such a card is available.The numbering of menu items can save time and confusion, especially with many ofthe new computerized cash registers. Numbering, however, discouragescommunication between guests and the service staff and thus does not help promotesales. For an easy compromise, place one numbered menu at the register or whereorders are relayed to the kitchen so you can punch in the guests order by number; theguest, however, orders the actual foods with words, not numbers.Decide whether the following statements are true (T) or false (F). a. _________ Antonin Careme was the first to design the short menu. b. _________ Game is the cold course in the traditional menu. c. _________ Soup is sometimes absent from the modern short menu. d. _________ Vegetable used to be served separately in the thirteen-course menu. e. _________ Customers are served a cold appetizer after the soup. f. _________ Customers can choose different dishes from a table dhotel menu. g. _________ Light courses are often presented before rich ones in a menu. h. _________ Depending on different seasons, restaurant menus may present a variety of dessert. i. _________ Menu items are often numbered only when the restaurant has a cash register. j. _________ The communication problem with menu numbering is that customers order foods and drinks while the waiter/waitress has to note down the number.3. VocabularyFill in the blanks with NO MORE THAN three words taken from the text.A successful menu is composed with a right combination of foods which are well-_________.The _________, which is rarely _________, has around 13 courses.Instead, many restaurants nowadays offer _________ with _________ or five dishes inthe structures of the classical ones. They often commence with some _________ foodsand recess with something even _________ at the end. Customers can also _________individual courses at their expectations when having a short menu. The order of thefood served is not strictly maintained.English for Tourism page 52
  53. 53. A menu can be _________, sometimes on a _________ to place a strong emphasis onthe special feature of the restaurant. The _________ is mostly typed to show the daysspecialities. Customers can also find it convenient to choose foods by looking at_________ available at their tables.4. SpeakingDiscuss the questions with your friends. a. According to you, what other factors constitute a successful menu? b. Compare the thirteen-course menu with any menu that you know. c. If you were going to run a restaurant, what elements would you include in the menu?English for Tourism page 53
  54. 54. SECTION 3DO YOU REMEMBER?1. What structures do you use to describe foods to customers?....................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................English for Tourism page 54

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